Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 2/11/2025 i dropped my 2009 jetta off for and updated recall to be done 45f2.instead of doing recall i was advised i had to pay for diagnostic/etc.without me paying for that they refused to do the recall(*********** *******-sevive advisor/manager)back in 2023/2024 i had same recall done.diagnostic/etc was free of charge.vw did install the abs software but refused to replace abs module which found to be bad and car very dangerous to drive.vw had stated it was a prior issue.faulty abs modules were installed by manufacture on certain years including mine.many lawsuits/recalls/etc with vw.vw is refusing to replace my abs module and on 2/11/2024 refused to do the recall until i paid for other services 1st.service records/etc show all was done in 2023/2024 and want me to pay for free services that were done then..picked up car on 2/12/24 and received an estimate for over 5000 instead of recall being done.which a porption of that they wanted me to pay b4 recall...its absord and illegal..

  Business Response

  Date: 02/18/2025

  In response to the complaint, when the vehicle arrived, the check engine light was on. The recall procedure requires that there are no pending codes or issues before the software update can be performed. If any issues are present, they must be diagnosed and repaired before the recall can proceed.
  The customer was informed of this requirement and advised that the necessary diagnostics and repairs would need to be completed prior to the software update. During the discussion, the conversation became heated, and no resolution was reached. The vehicle remains at our facility.

  Customer Answer

  Date: 02/18/2025

  my vehicle was picked up prior to me making a complaint. also the same software was installed in same vehickle last year.  had check engine light on. abs and brake light flashing. ** did the diagnostic prior to recall last year and  installed the software.  was no discussion. nor heated   they just couldnt explain why im paying for diagnostic and other costs prior to software install.  never any money out of pocket prior so no reason now for no  installation of recall. last year on same recall digostic was done and found a faulty abs module. nothing has changed.  no reason now for all the out of pocket expenses first.  all the dealer is claiming is false 

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22932882
  
  I am rejecting this response because:  my vehicle was picked up prior to me making a complaint. also the same software was installed in same vehickle last year.  had check engine light on. abs and brake light flashing. ** did the diagnostic prior to recall last year and  installed the software.  was no discussion. nor heated   they just couldnt explain why im paying for diagnostic and other costs prior to software install.  never any money out of pocket prior so no reason now for no  installation of recall. last year on same recall digostic was done and found a faulty abs module. nothing has changed.  no reason now for all the out of pocket expenses first.  all the dealer is claiming is false 
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 03/03/2025

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  Regards,

  ****** *****

• Initial Complaint

  Date:02/12/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against Antwerpen Volkswagen Deceptive Sales ************************** I am filing a formal complaint against Antwerpen Volkswagen in ********, **, for unethical sales practices, coercion, and racial bias in their customer interactions. 1/16/2025 1. Mandatory Add-Ons & False Advertising: I was explicitly told that I could not purchase a vehicle without agreeing to add-ons like extended warranties and appearance packages. These charges were not disclosed upfront and falsely labeled as mandatory.2. Unethical Sales Pressure: The finance manager (***** ******) attempted to make me sign a handwritten contract in marker, forcing the add-ons into my deal.3. Discriminatory Treatment: When I calmly questioned these practices, the manager accused me of being irate, which felt racially charged. Instead of addressing my concerns, I was dismissed.4. Credit Inquiry: My credit was checked under the assumption of fair negotiation, but they refused to adjust the pricing, making it a wasted hard inquiry on my credit report.5. Deceptive Business Practices: This dealership misleads customers into thinking add-ons are required, when in reality, they are optional.Desired Resolution:I request the following:? Immediate discontinuation of deceptive sales tactics.? Written confirmation that their policy on add-ons will be updated to reflect transparency.? Formal written apology for the mistreatment and misleading sales process.? Employee training on ethical sales practices and non-discriminatory customer interactions.If no action is taken, I am prepared to escalate this complaint to the *************************, ************************ (***), and Volkswagen Corporate Headquarters.Thank you for addressing this matter. I look forward to a prompt resolution.Sincerely,**** ****** ****** II

  Business Response

  Date: 02/20/2025

  In response to the complaint filed, we have conducted a thorough review of the situation, including discussions with all parties involved. Based on our findings, the claims made in the complaint are baseless. The complainants credit approval is determined by the financial  institution, and it required a down payment based on the applicants past history. This was not Antwerpens decision.

  
  Our dealership follows a standardized process in presenting financing options to all customers. Any suggestion that our staff acted with racial bias is not supported by the facts. We are committed to providing all customers with the same services and ensuring transparency in the financing process.

  
  In addition, optional items are never mandatory, they are optional, and all financing terms are, as aforesaid, determined by third-party lenders based on factors such as the applicants credit history, income, and employment tenure. Antwerpen is not involved in any way with the financing decision.

  
  While we understand that financing outcomes may not always meet a customers expectations, these terms are set by lenders and not the dealership, based on the applicants history. The financing offered is a result of the complainants life decisions, not Antwerpen actions.

• Initial Complaint

  Date:11/15/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited the Volkswagen dealership on November 1 2024 attempting to purchase a new or used vehicle. I went with a prequalification from my bank upon arriving. I was clear with the salesman that I did not want to use any other lender except to the bank that Ive gotten the prequalification through and that I did not want my credit ran until I had found a vehicle and it has driven it. I am also trying to purchase land and Im trying to be very careful and conscientious with my credit usage so that I can reach my goals. The salesman said that he understood this and that he would respect it then I was lied to and told that they would not run my credit at all until I had cotton back from the test drive. Then I was told that I had to be verified through the prequalification to make sure I was the same person on the prequalification paper. then I came back from the test drive only to find out that they had already run my credit without my authorization. And then I checked my credit report and found that they not only ran my credit before I authorize them to, but they also ran it through multiple different lenders against my request to only run it through *********** one time. There are six inquiries on my credit report now. Which has dropped my credit score and now I have to do additional work to get that back up. I do not appreciate being lied to and predatory practices and sales. I know they can be common, however, outright lying to an individual to force a sale Im not sure if thats illegal or not but that is what I feel I have experienced. I would like to ensure that this does not continue to happen to other people because again it has lasting effects repairing ones credit can take a lot of time and I have a year to get my land and this can set me back significantly. I did not purchase a vehicle that day after I realized they had run my credit before I was able to authorize it. I made it clear that I did not want to spend more than $400 for a car payment.

  Business Response

  Date: 12/02/2024

  The complainant submitted a signed credit application to process their credit. 

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22557974
  
  I am rejecting this response because: I was told by sales specialist ******, that I was not signing a paper to have my credit run. His exact words were that, "We just need to verify that you are the person on the *********** prequalification." 
  Both My husband and sister were sitting next to me when I made the statement that I did not want my credit run until I had a car I wanted. ****** said he understood and only needed to verify identity. When he gave me this form he had not even shown or chosen a single vehicle for me to look at. He told me the form was not  to run my credit. I had not been given any vehicle options at all. He was also told I only wanted to run things through *********** since I had the prequalification. He ran it through multiple creditors. I have attached those inquiries to this response. I was very clear and adamant about my request. I attempted to contact the dealership directly and the person who answered was short with me and rude. He only identified himself as D. and would not give me any further information. I simply wanted the inquiries removed. I explained that I was attempting to purchase real estate and wanted to be responsible with my credit report. I feel like I was lied to. Directly lied to. By the time I realized they had already run my credit it was too late for me to stop it. 

  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 12/09/2024

  This is the correspondence directly from the general manager of Antwerpen Volkswagen:
  
  Ms. *****,
  
  I am very sorry to read about your unsatisfactory experience at our dealership. We value feedback like your to help improve our people and processes. I can assure you that your comments are actively being used inside the dealership to train and improve our team. The person you referred to as D we are fairly certain was ******** who is no longer employed here. I have personally tried to reach out to you on three occasions. I would love the opportunity to speak with you and convey my personal apology for the experience you endured. As for the inquiries, the process of getting them removed starts with you contacting the credit bureau directly to dispute them. 
  
  Here's the contact information for the top three credit reporting agencies. 
  
  Experian
  You can call Experian at **************. 
  
  Equifax
  You can call Equifax at **************. 
  
  TransUnion
  You can call TransUnion at **************. 

  
  You can also dispute an error online or by mail. 

  
  Warm Regards,
  **** ********, General Manager, Antwerpen Volkswagen ************
  **********************************************

  Customer Answer

  Date: 12/19/2024

  Witness statement given from Partner,

   

  I just wanted to have the inquiries removed. I was not given any answers from the dealership as to whether or not they could remove them or not. Or if they were able to withdraw the application. I have not been given any form of resolution and as stated by myself and partner, the priority is land not a car. 

• Initial Complaint

  Date:12/06/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an appointment on Thurs. Nov 16, 2023 for the dealer install a fin antenna which I brought from a dealer in N. Carolina (where our car broke down). They estimated $592 based on approximately 3 hours of work. The car was finished in 1-1.5 hours - I could see it outside - but they still charged me $592. I discussed it with Service Mgr. Ralph ****** and Mgr. Chris ******.. I told them I would exercise my right to do a consumer inquiry through my credit card company. They became aistated and bullied me by yelling that I was trying to committing fraud. They stapled my key to the bill. and said that I now must pay cash to get the car.. A shuttle driver had to take me to the ATM for cash. My husband wrote a negative review on Google and CarFax, which they acknowledged and promised that "Corporate" would respond to me, but I have heard nothing. Then 1 week later, the antenna stopped working. When I called for an appointment to have them make it right, Ralph ****** said that I had to pay a "diagnostic fee" of about $200. Clearly, a repair should last longer that a week, yet they want the consumer to pay to have it fixed! This dealership has been dishonest, low quality, and downright rude. I would like them to stand behind their work and fix my car without further cost, insults, or aggravation. Can you please advise me about that recourse I have with Antwerpen Volkswagen? Thank you.

  Business Response

  Date: 12/13/2023

  We are refunding the customer half of the cost. We are reviewing our work to resolve the vehicle's issue.

  Customer Answer

  Date: 12/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I accept that they are refunding half of the $592 cost, equating to $296.  Since I was force to pay cash, will they refund me in cash by sending me a check to my home address? . The response mentions that "We are reviewing our work to resolve the vehicle's issue."  I would like them to stand behind their work and fix my car without further cost, insults, or aggravation. I request that they respair the fin antenna for no charge. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 01/09/2024

  A check was already sent to the customer. The general manager and service manager were expecting the customer early last week, but the customer did not go to the service center.

  Customer Answer

  Date: 01/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the issue is not yet resolved, although Antwerpen VW now cooperating to try to fix the issue.  The car was serviced again on Monday Jan 8, and they discovered damage to a connector which they did not find during the original service.  A part needs to be ordered and then I need to return on January 18 for the third time (a 45 minute drive each way) to have the repair completed.  I hope that this new part will successfully complete the repair.   
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1 star 12/17/2022 I took my ** in on 10/2/22 for a leak from the sunroof. It was only wet on the drivers side floor in the back. It was only a little wet when I dropped the car off, since I tried to dry it as much as I could. The other floors, headliner, or any of the floors did not have any water on them. They removed the air shield on the roof saying that was backing up the water. Did not replace it. They also said it was leaking from the windshield and replaced it. They had the car for over 2 weeks, When I picked it up it was in worst shape then when I left it. All the floors were soaked, the headliner was hanging down, and the car was filthy. I refused to take it unless they dried the floors, fixed the headliner and cleaned it up. I picked it up a few day later. The headliner was put up a little better. The car was still soaked and dirty. When I spoke to the manager he was very rude. He told me the car was old and It also needed new carpet, padding and dash pad. Sorry I think they caused all the other problems. Not even sure they fixed the leak. They also lost my wheel lock and said they can not replace it.I took my car to another shop that is family owned and they checked for a water leak, put in a new headliner dried the floors, for a fraction of the price I paid to *********. I will not be going back to them.

  Business Response

  Date: 03/27/2023

  CUSTOMER STATES SUNROOF IS LEAKING, WATER COMING FROM
  DRIVER SEAT AREA AND SOAKING BACK SEAT DRIVER SIDE FLOOR.
  BELIEVES DRAINS ARE CLOGGED, CHECK AND ADVISE.

   

  INSPECTED VEHICLE, REMOVED HEADLINER AND SIDE PANEL TRIMS.
  NOTICED VEHICLE LEAKING WATER FROM BOTH CORNERS OF
  WINDSHIELD. RECOMMEND REPLACEMENT, ALSO FOUND WATER LEAK

  AT SUNROOF DUE TO AFTER MARKET GLUED ON SUN VISOR. WE SUGGESTED IT WAS REMOVED, SHE AGREED FOR US TO REMOVE IT, "WE DID AT NO CHARGE" SHE WAS BROUGHT INTO ******** AND WITNESSED THIS FOR HERSELF AS HOW THE SUNROOF WAS LEAKING.

   

  Windshield was replaced, customer was also provided estimate for headliner "came in falling down due to the water leak the car had" AND CARPET, PADDING, AND DASH PAD. "VACUUM CANNOT **** THE WATER OUT OF PADDING".

  WE DRIED HER VEHICLE TO THE BEST OF OUR ABILITY, AND PREFORMED A FULL VEHICLE DETAIL AT NO COST TO THE CUSTOMER. AND RETURNED THE VEHICLE.

  she was upset due to the prices.

  dash pad is 13 hours labor for complete vehicle gut to replace the headliner, padding, carpet, dash pad. and headliner.

  $3,785.00

   

  we also recommended the door panel that was falling apart from the water leaking on it.

  1 hr labor

  $1,965

  -----

   

  The vehicle does not appear to have been cared for following inspection bycertified Volkswagen technicians. The customer declined several recommended needs, only to respond with negative reviews due to the price - even when discounts were offered.

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19504851
  
  I am rejecting this response because:

   

  
  Sincerely,
  
  ********* *****

  Customer Answer

  Date: 03/31/2023

  When I dropped off my VW, I showed the attendant where the water was coming from. I was leaking from the sunroof and running down through the seat belt to the rear floor behind the driver's seat. The ONLY place the car was wet was the floor behind the driver's seat and the rear door. The headliner was NOT WET when I dropped the car off, it had shrunk a little from the age of the car. 

  I was told that the sun visor was causing the sunroof to leak and needed to be removed. When I bought the ** in 2009 from Antwerpen the sun visor was on the car, I did not have it put on after I bought the car. I did go in and look at it, and said they could remove it as long as there were no holes in the roof. When I was there, there was water all over the car in and out, from them hunting for the leak.

  
  

   I received a call in the evening saying that the windshield was leaking and had to be replaced. I said okay and hung up. I thought about it and called them right back to say no, that I changed my mind and DO NOT replace the windshield. No one answered my call, it just kept on ringing. I called early the next morning and said I DO NOT want the windshield replaced. I was told it was already done.

  
  

  .Also there was NO WATER on the DASH or anywhere around the front windshield. when I dropped off my car. I checked the whole car and the only water was on the back floor and rear door panel.

  
  

  I was called and said my car was ready, so I went over to pick it up. I refused to take my car, as it was in a lot worse shape than when I dropped it off. The car was filthy and the headliner was dirty and hanging off. There was even water in the interior lights. I asked the attendant if this was her car would she accept the car in the condition it was in. The headliner was dry and clean when I dropped the car off, now wet and filthy.

  
  

  When I finally picked up my car, they did tack up the headliner, but it was still dirty inside.

  I had been using Antwerpen since I bought my first ** in 1999.I have alway taken care of my cars. For them to say I only respond negatively due to the price is a lie. I respond when they think they can take advantage of me, selling me parts I don't need.

  
  

  They also lost my wheel lock key.I was told that they don't do wheel locks. I had to go to another ** dealer to get my wheel lock taken off and replaced with regular bolts. 

  
  

  I paid Antwerpen $  ******* for them trashing my car. They did fix the leak, I guess they unclogged it.

  
  

  I ended up taking my car to another place to have the headliner replaced and the back door panel fixed. 

  The door panel only cost me $ ***** and the headliner was $ 550.00.

  
  

  I also received a notice from carfax to respond to ***** ****** from Antwerpen to work toward a resolution, back on Dec 1st.

  I called a few times and also sent text messages. He never called me back.

• Initial Complaint

  Date:01/09/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today, January 9, 2023, I visited this location with the intention of buying the listed for price for an Audi A6 for $23000. However, when I asked for a write-up such as a purchase order to give to my bank so I could purchase the car, I was denied. The excellent sales person *******, informed me he had to get the finance manager, ***** involved. When ***** entered the room, he rudely informed me with a condescending air that he would "need more information" and couldn't just give me the paperwork. I told him I was right here and I've already given my drivers license. I further stated that I had no problem receiving a price sheet from **** ***** still refused to give me the paper and required it be done digitally. This information and attitude conflicted with the nice Sales Manager, ****. ***** refused to extend me an apology at the very least. I should feel great about buying a car and sadly, I did not. Doing business is not just about money but how someone is treated. I am a woman and was treated like scum by *****. Be careful of *****, the rude finance manager that cost ******* and **** a sale today.

  Business Response

  Date: 01/20/2023

  We apologize that you did not have a good experience on that referenced visit. We will work to do better.

  Customer Answer

  Date: 01/23/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  All I wanted was a sincere apology from ***** and immediate adjustment in attitude prior to purchasing. But everything happens for a reason and I found a better deal at ******************. I am satisfied to this extent. I hope ***** receives the training necessary to treat Black women with respect.

• Initial Complaint

  Date:12/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2019 jetta from this dealership and on my way home the front end assist light came on and said it was not working so I called dealership they said it was covered I took it in and they charged me 170 just to look at it then told me it would be 520.00 to fix it of course I said no and was forced to pay 170. Just to get the car back then I took it to another dealership and paid 350 to have it fixed. I didn't want to deal with antwerpen so I paid car off and talked to bank they said I had to take payoff letter to Antwerpen and they would refund my GAP insurance around 800 bucks, I took the letter there and the guy from finance was very rude and unprofessional and told me it could be months before I'm refunded anything and I'm told that's not true now its been a few weeks and I still haven't received my gap refund. I I'm sure they aren't planning on refunding my money. I'd like my money to be refunded A.S.A.P I paid the money right away and expect it refunded to me in a timely mannor.

  Business Response

  Date: 01/20/2023

  We are sorry if the communication from the finance office was not clear or unprofessional. The funds from the provider were provided within the last couple of business days. The accounting office will be writing a check for the dated payoff amount today. It will be mailed to the address on record.